Support Technician
Location: Bedfordshire
Job Type: Full-Time, Permanent
Salary: 30-38k doe
Benefits: 28 days inc BHS + Company pension + Private healthcare
About the Role
Were looking for an experienced and proactive Support Technician to join our fast-paced MSP team. Youll play a critical role in delivering top-tier 1st and 2nd line support to multiple clients across a variety of industries. This role offers a dynamic workload, combining remote troubleshooting, on-site visits, and hands-on involvement in project deployments.
Responsibilities
Deliver responsive 1st and 2nd line technical support via phone, remote tools, and client site visits
Troubleshoot and resolve a wide range of issues related to desktops, servers, cloud platforms, and networks
Configure and deploy devices including servers, laptops, desktops, tablets, and Chromebooks
Maintain accurate service desk records using Atera, ensuring timely ticket updates and resolutions in line with SLAs
Escalate complex issues appropriately, maintaining clear communication with clients and internal teams
Support client infrastructure, including regular system checks, patching, backups, and monitoring
Participate in project work such as onboarding new clients, cloud migrations, hardware rollouts, and software upgrades
Assist with client training, documentation, and onboarding processes
Provide technical input during pre- and post-sales activities
Contribute to internal knowledge sharing and continuous improvement of support processes
Take part in on-call support rotation during the Christmas shutdown period
Attend internal training, meetings, and industry events as required
Adhere to all company policies, including those related to Health & Safety, equipment usage, and PPE
Essential Skills & Experience
Previous experience in an MSP or IT services provider environment
Solid troubleshooting ability across a range of IT systems and platforms
Strong communication and customer service skills with a positive, can-do attitude
Ability to work independently, manage priorities, and thrive under pressure
Proficiency in Microsoft Office and basic networking concepts
Desirable Skills & Certifications
Experience with Microsoft 365, Azure AD, and Intune
Familiarity with Windows OS, LAN/WAN/WLAN, and Point-to-Point networking
Knowledge of HP/Aruba switching and network infrastructure
Microsoft certifications (e.g. MCP, MCITP)
CompTIA A+, Network+, or Security+
ITIL Foundation certification